COMPLAINTS HANDLING & INCIDENT MANAGEMENT
Handle complaints and incidents well, and learn from them
Complaint and incident processes that meet the ISCAS Code, treat patients fairly and help your organisation stop the same thing happening again.
STANDARDS WE WORK TO:
✓ ISCAS Code of Practice
✓ CQC Regulation 16: receiving and acting on complaints
✓ CQC Regulation 20: duty of candour
✓ PSIRF, where you deliver NHS-funded care
Your clearest signal of how safe your services are
Complaints and incidents tell you where care is falling short. Handled well, they rebuild trust with patients and reduce the risk of it happening again. Handled poorly, they turn into regulatory, reputational and legal risks, and the same issues keep coming back.
How we help
Complaints handling
A complaints process patients can trust, and that meets the standards you are measured against.
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Reviewing your process against the ISCAS Code
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Response letters that are clear and fair
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Timescales, escalation and record keeping
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Handling complaints that involve individual doctors
Incident management
A proportionate, consistent approach when patient safety incidents happen.
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Encouraging an open reporting culture
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Investigation approach and reports
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Meeting the duty of candour
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Linking incidents to medical governance and appraisal
Learning and reducing recurrence
Turning complaints and incidents into lasting improvements.
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Spotting themes and trends
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Reporting to your board and committees
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Making sure actions are completed
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Training for staff who handle complaints
The standards we review against include
CQC Regulations
GMC Good Medical Practice
Paterson Inquiry
Responsible Officer Regulations
ISCAS Code of Practice
PHIN
GIRFT
Legal and clinical experience, side by side
Our founders have managed claims, complaints and inquests as Heads of Legal Services in the NHS. Dr Lorcan Sheppard brings over 10 years of leading clinical governance as a Chief Medical Officer in independent healthcare.
How we work
1
Talk to us
A 30-minute conversation about your organisation, your concerns and what the review should cover.
2
Agree the scope
A clear proposal setting out what we will do, when, and the cost.
3
Practical support
Hands on help from people who have done the job, ending with a clear plan you can act on.